Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rayna Jefferson

Olympia Fields,Illinois

Summary

Results-oriented professional with 3+ years of experience optimizing processes, ensuring data accuracy, and leading cross-functional initiatives to improve Veteran services and drive public service innovation. Dedicated to delivering operational excellence and supporting Deloitte’s mission of transforming government services.

Overview

24
24
years of professional experience

Work History

Client Experience Manager

REE Medical
08.2023 - 08.2025
  • Validated and updated essential medical information in DBQs to maintain accuracy, compliance, and relevance.
  • Collaborated across the organization to resolve discrepancies, enhance documentation quality, and exceed KPI goals.
  • Conducted daily and monthly audits of team functions to ensure compliance, quality, and adherence to performance standards.
  • Established and communicated expectations, coaching team members to achieve optimal results.
  • Managed employee relations, including investigations, dispute mediation, and fostering a positive work environment.
  • Facilitated training and onboarding programs to improve employee skills, and professional development.
  • Implemented process improvements contributing to increased veteran satisfaction and DBQ quality.
  • Managed, measured, tracked, and resolved customer issues to achieve timely resolutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Partnered with the Denial Team to compare Rating Decision letters with DBQs, improving accuracy and quality of documentation

Veteran Experience Supervisor

VetLink Solutions
01.2023 - 08.2023
  • Enhanced team performance by providing bi-weekly coaching, real-time feedback, and comprehensive performance reviews.
  • Developed Standard Operating Procedures and conducted efficiency training, streamlining team operations.
  • Contributed to the De-Escalation Training Committee, improving conflict resolution skills and fostering a more collaborative workplace
  • Assisted with interviewing, onboarding, and training new employees
  • Ensured compliance with policies and procedures while maintaining high-quality outcomes and meeting performance goals
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Assisted Veterans with navigating complex DBQ sections, enhancing accuracy, clarity, and satisfaction with the claims process.

Veteran Experience Specialist

VetLink Solutions
04.2022 - 01.2023
  • Oversaw a caseload of 500+ Veterans, streamlining outreach, documentation, and DBQ preparation to ensure timely claims support.
  • Handled high-volume inbound/outbound calls, texts, and emails, delivering responsive and professional communication to enhance client satisfaction.
  • Created communication templates and standardized verbiage in collaboration with management to improve client engagement.
  • Utilized de-escalation strategies to effectively resolve client issues, ensuring service quality and client satisfaction.
  • Supported Veterans through complex DBQ issues by clarifying subjective experiences and objective clinical data.
  • Ensured accuracy and consistency by resolving discrepancies through detailed file reviews and discussions

Online Beauty Stylist

Nordstrom Direct
07.2017 - 04.2022
  • Delivered tailored customer support across phone, chat, and email, driving high satisfaction and positive client experiences
  • Trained and coached new hires, contributing to successful seasonal onboarding and team integration.
  • Collaborated on the OBS Item Update and SharePoint teams to drive process improvements and enhance operational efficiency.
  • Cross-trained and provided backup support for organizational leadership.
  • Documented and detailed calls and complaints using call center's CRM database.

Customer Care Specialist

Nordstrom Direct
10.2015 - 07.2017
  • Managed exchanges, adjustments, and merchandise tracking while providing exceptional customer service.
  • Recognized process inefficiencies and advised leadership on effective solutions
  • Owned customer issues from identification to resolution, ensuring timely and effective outcomes
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Remote

Assistant Retail Manager / Store Manager

MAC Cosmetics
07.2001 - 06.2013
  • Directed retail operations, driving staff development, performance improvement, and enhanced customer service initiatives."
  • Collaborated with HR to support recruiting, hiring, employee development, and performance management, including disciplinary actions
  • Directed freelance and contingent teams across the North Central region to support operational goals.
  • Implemented strategies focused on increasing store sales and customer satisfaction.
  • Ensured compliance with policies and procedures, administering disciplinary action as needed to promote accountability and quality performance in retail staff

Education

Sociology

Prairie State College
Chicago Heights, IL

Skills

  • Process Optimization & Public Service Innovation
  • Cross-Functional Collaboration, Team Leadership & KPI Achievement
  • Performance Management, Auditing & Compliance Oversight
  • Employee Training, Onboarding & Professional Development
  • Veteran Engagement, Satisfaction Enhancement & Client-Centered Service
  • Conflict Resolution, Employee Relations & Investigations
  • Quality Assurance & Escalated DBQ Case Resolution
  • Continuous Improvement, Strategic Execution & Operational Efficiency

Timeline

Client Experience Manager

REE Medical
08.2023 - 08.2025

Veteran Experience Supervisor

VetLink Solutions
01.2023 - 08.2023

Veteran Experience Specialist

VetLink Solutions
04.2022 - 01.2023

Online Beauty Stylist

Nordstrom Direct
07.2017 - 04.2022

Customer Care Specialist

Nordstrom Direct
10.2015 - 07.2017

Assistant Retail Manager / Store Manager

MAC Cosmetics
07.2001 - 06.2013

Sociology

Prairie State College

Similar Profiles

CREATE PROFILE
Rayna Jefferson